Job Profile Summary:

Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.

Major Duties and Responsibilities:

• Resolves problems and communicates solutions or requested information to the customer.
• Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer.
• Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.
• Uses a customer relationship application or database to record activities and research product information.
• Comply with the requirements of the company’s Quality Management System. 

Required Skills, Experience, and Education:

• High School diploma or equivalent
• Confident, team-oriented, and enjoy working in a fast-paced environment
• Excellent verbal and written communication skills
• 1+ years freight forwarding experience

Desired Skills, Experience, and Education:

• Intermediate to advanced level of experience with Excel
• Strong problem-solving and decision-making ability
• Self-managed and highly motivated
• Displays integrity, reliability, empathy, and a strong work ethic
• Results-oriented; Displays sense of urgency
• Proficient in routing, costing, rating, and tracking
• Bachelor's degree

Physical Requirements:

• Remain in a stationary/seated position for an extended period.
• Regularly required to operate a computer, telephone, keyboard, and other office machinery.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• The ability to hear, understand, and distinguish speech and/or other sounds.